title: Medical records department and balanced scorecard approach.
abstract: BACKGROUND
  The Medical Records Department (MRD) is an important source for evaluating and planning of healthcare services; therefore, hospital managers should improve their performance not only in the short-term but also in the long-term plans. The Balanced Scorecard (BSC) is a tool in the management system that enables organizations to correct operational functions and provides feedback around both the internal processes and the external outcomes, in order to improve strategic performance and outcomes continuously.
  
  
  OBJECTIVE
  The main goal of this study was to assess the MRD performance with BSC approach in a hospital.
  
  
  METHODS
  This research was an analytical cross-sectional study in which data was collected by questionnaires, forms and observation. The population was the staff of the MRD in a hospital in Najafabad, Isfahan, Iran.
  
  
  METHODS
  To analyze data, first, objectives of the MRD, according to the mission and perspectives of the hospital, were redefined and, second, indicators were measured. Subsequently, findings from the performance were compared with the expected score. In order to achieve the final target, the programs, activities, and plans were reformed.
  
  
  RESULTS
  The MRD was successful in absorbing customer satisfaction. From a customer perspective, score in customer satisfaction of admission and statistics sections were 82% and 83%, respectively.
  
  
  CONCLUSIONS
  The comprehensive nature of the strategy map makes the MRD especially useful as a consensus building and communication tool in the hospital.
authors.affiliation: Department of Health Information Technology, Health Management and Economics Research Center, School of Medical Management and Information Sciences, Isfahan University of Medical Sciences, Isfahan, Iran.
authors.forename: Sima
authors.initials: S
authors.lastname: Ajami
authors.forename: Afsaneh
authors.initials: A
authors.lastname: Ebadsichani
authors.forename: Shahram
authors.initials: S
authors.lastname: Tofighi
authors.forename: Nahid
authors.initials: N
authors.lastname: Tavakoli
keywords: Balanced Scorecard; evaluation; medical records; performance; strategy map